Cherwell IT Service Management Review

Cherwell IT Service Management
Our score: 8.3 User satisfaction: 98%

What is Cherwell IT Service Management?

Cherwell IT Service Management upgrades your ITSM with streamlined and automated processes and tools that are easy-to-use and configure. Its feature-rich service desk conforms to eleven ITIL processes, even as it gives you flexibility to adapt to your unique workflows in HR, IT, operations and other units in your organization. Its service desk features a shared CMDB for integrated processes.

Its other core features include Incident and Request Management, which consolidates tickets and requests for faster issue resolution; Change Management; Configuration Management, which helps you centralize items and associate data; and IT Asset Management for tracking and managing hardware/software assets.

With these integrated features, Cherwell IT Service Management can help you design efficient workflows, oversee request with clarity and speed and adopt industry practices across your IT service and support areas. You also gain visibility, transparency and improve end-user satisfaction.

The infrastructure is easy to set up as a SaaS solution or on-premise system. The vendor offers concurrent, inclusive licensing to help you manage costs.

The platform can be extended via pre-built integration in the mApp Exchange, the community-driven app marketplace for Cherwell uses.


Overview of Cherwell IT Service Management Benefits

Deliver efficient IT service and support

Cherwell IT Service Management features integrated core features you’ll need to implement a more efficient service and support workflow. You can automate processes, monitor tasks and issues clearly and follow industry best practices. The result is increased efficiency of your IT team and productivity of your entire organization.

Gain visibility across your IT service processes

A unified service desk system enables you to fulfill request faster and with more accuracy, associate related data for clarity and pinpoint bottlenecks or pending tickets. Tasks and requests are associated to specific persons in your organization across the service process, lending to them greater transparency.

Promote self-service

With drag-and-drop efficiency, you can configure dashboards, service portals, forms and workflows around what’s convenient for non-technical uses. Repetitive requests or issues can easily be resolved by users via self-service.

Deployment is fast and flexible

Cherwell gives you the option to deploy the system via a SaaS subscription or on-premise setup. You can also choose from a variety of MSPs to host the system for your company. The vendor also claims you can switch from one model to another quickly whenever you require.

Managed IT costs

The vendor offers shared, inclusive licensing so you don’t pay extra for additional portal users, password resets, automation and integrations.

Overview of Cherwell IT Service Management Features

  • ITIL Processes
  • IT Service Desk
  • IT Self-Service Portal
  • Dashboard and Reporting
  • Modern, Codeless Architecture
  • Service Integration and Management
  • Multi-Sourcing Service Integration
  • Configuration Management Database (CMDB)
  • Application Dependency Mapping

What Problems Will Cherwell IT Service Management Solve?

Problem #1: Your Legacy Service Desk Has Been Outgrown

Do you think your legacy service desk has become to difficult to maintain? Perhaps your current system is already outdated and can’t keep up with the changing needs of your company? With Cherwell, you can modernize your IT Service Management operations as well as the associated end-user experience using its fully customizable interface. It is also supported by flexible dashboards, user-friendly portals, and robust features and support capabilities to ensure that the platform will be able to cater to your needs even as your business’ needs evolve.

Problem #2: You Find it Difficult to Automate Your IT Processes

If your IT processes are managed manually, there’s a high chance that you may be spending a lot of unnecessary time and effort on it. To cut down the hours spent on these tasks and to maximize the time of your staff members, you can standardize and automate your company’s IT processes using Cherwell. This application is designed to provide solutions that IT professionals and novice IT system users will be able to understand. In addition, they support one-step automation for a lot of processes so you can improve your customer service and overall operational efficiency without hassle.

Problem #3: You Can’t Find an ITSM Software That Has Everything You Need

One of the most common problems of entrepreneurs is finding an ITSM software that will be able to provide you with all the tools you require for your operations. To resolve this issue, Cherwell designed their platform to have a coding-free architecture that allows users with no IT background to toggle with its settings. This way, you can configure the platform according to your needs without hiring a programmer to do it for you. The application also supports hundreds of integrations and third-party systems, so you can be sure that you will be able to use it alongside some of your favorite tools.

Cherwell IT Service Management Position In Our Categories

Because companies have their own business requirements, it is only reasonable that they steer clear of adopting an all-encompassing, ”best” software product. Be that as it may, it is almost impossible to come across such a software product even among recognizable software products. The sensible step to undertake is to note down the varied key aspects that necessitate scrutiny such as crucial features, budget, skill ability of the users, business size, etc. The second step is, you must conduct your research fully. Read some of these Cherwell IT Service Management reviews and check out each of the software programs in your list more closely. Such all-encompassing product research can make sure you keep away from unsuitable apps and pay for the one which has all the features you require company requires to realize efficiency.

Position of Cherwell IT Service Management in our main categories:

TOP 100

Cherwell IT Service Management is one of the top 100 Customer Support Software products

Cherwell IT Service Management is also listed in the following subcategories:

There are well-liked and widely used applications in each software category. But are they automatically the best fit for your organization’s specific requirements? A popular software product may have thousands of customers, but does it present what you require? For this reason, do not blindly shell out for popular systems. Read at least a few Cherwell IT Service Management IT Service Management Software reviews and think about the aspects that you want in the software such as the fees, main features, available integrations etc. Then, select a few systems that fit your needs. Check out the free trials of these products, read online comments, get information from the vendor, and do your research systematically. This exhaustive research is certain to help you select the finest software application for your firm’s unique requirements.

How Much Does Cherwell IT Service Management Cost?

Cherwell IT Service Management Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

Cherwell IT Service Management offers quote-based pricing plans. If you are interested in investing in this software for your company, be sure to contact the vendor to request an estimate. For your convenience, the vendor also provides free demonstrations of this product so that you may gauge if the software is suitable for your business before you commit to a subscription package.

User Satisfaction

Positive Social Media Mentions 199
Negative Social Media Mentions 3

We realize that when you make a decision to buy IT Service Management Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Cherwell IT Service Management reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Cherwell IT Service Management. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.


Technical details

Devices Supported

  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based


  • Cloud Hosted
  • On Premise

Language Support

  • English
  • German
  • Spanish
  • French

Pricing Model

  • Quote-based

Customer Types

  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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What are Cherwell IT Service Management pricing details?

Cherwell IT Service Management Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

Cherwell IT Service Management offers quote-based pricing plans. If you are interested in investing in this software for your company, be sure to contact the vendor to request an estimate. For your convenience, the vendor also provides free demonstrations of this product so that you may gauge if the software is suitable for your business before you commit to a subscription package.

What integrations are available for Cherwell IT Service Management?

Cherwell IT Service Management can be integrated with hundreds of third-party applications. Among them are:

  • (x)Matters
  • Atlassian – JIRA
  • Avaya
  • Ayehu
  • BMC – Atrium Discovery and Dependency Mapping
  • BMC – Footprints
  • Bomgar
  • CA Technologies – Nimsoft
  • Cisco – Call Manager
  • CloudPost
  • Dell – KACE
  • Dell – Update CMDB and Dell Website
  • Dimension Data – Xigo
  • FireScope
  • Four Rivers Software Systems – TMS
  • Microsoft
  • Pagerduty
  • Perspectium
  • Splunk
  • VMWare
  • VNT Software
  • WizeLine

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Reviewed By Nestor Gilbert
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